UGA-EITS ITSM/ESM Software Platform

The University of Georgia Enterprise Information Technology Services (EITS) is seeking a qualified vendor to provide a unified, enterprise-level Information Technology Service Management (ITSM) and Enterprise Service Management (ESM) software platform through an electronic Request for Proposals (eRFP). The procurement, conducted under the State Purchasing Act, aims to establish a contract for a scalable solution that can manage diverse IT service needs, including incident management, project management, and workflow development. The selected platform must support multi-tenant instances, offer robust integrations, and be capable of managing the breadth of technology used across the University. Vendors must demonstrate an auditable system with advanced workflow capabilities and automation features. The procurement is structured as a one-year Agency Contract with potential for up to four annual renewals, with a single contract award to the highest-scoring responsive and responsible supplier. The solicitation was posted on September 19, 2025, with proposals due by October 3, 2025, targeting an enterprise-level cost-recovery ITSM service solution for administrative and academic units.

While specific set-aside designations are not explicitly detailed in the documentation, the procurement appears open to experienced vendors capable of delivering a comprehensive ITSM/ESM solution. The contract will cover jurisdictions including Clarke County and Atlanta City, with the primary focus on serving the University of Georgia's enterprise technology needs. No incumbent vendors are mentioned, and the procurement does not specify explicit restrictions on respondent types or disadvantaged enterprise participation. The solution must integrate with existing workplace software and provide a mature ticketing platform, suggesting potential complexity in technology integration requirements. Although a specific budget range is not provided, the enterprise-level nature of the procurement implies a significant potential contract value commensurate with a comprehensive, scalable ITSM/ESM platform capable of supporting a large academic institution's diverse technological infrastructure.